{"id":22413,"date":"2025-03-10T13:20:50","date_gmt":"2025-03-10T07:50:50","guid":{"rendered":"http:\/\/www.sachdevajk.in\/?p=22413"},"modified":"2025-03-10T13:20:50","modified_gmt":"2025-03-10T07:50:50","slug":"customer-satisfaction-in-retail-stores","status":"publish","type":"post","link":"http:\/\/www.sachdevajk.in\/?p=22413","title":{"rendered":"Customer Satisfaction in Retail Stores"},"content":{"rendered":"

Title\u00a0\u00a0\u00a0 <\/span>\u00a0<\/span>:- Customer Satisfaction in Retail Stores<\/u><\/span><\/b><\/p>\n

Author :- Darshan Vaidya<\/span><\/u><\/b><\/p>\n

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1.\u00a0 \u00a0 \u00a0<\/span><\/span><\/span><\/b>Customers Attitude Towards Service In Retail Stores:- <\/span><\/b><\/p>\n

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The study examines customer attitudes toward service in retail stores in Georgia, focusing on sales methods, customer expectations, and staff interactions. It highlights how consumer preferences are evolving with growing demands for quality products, efficient service, and a pleasant shopping experience. A survey conducted in Tbilisi revealed that store location, product variety, and pricing significantly influence customer loyalty, with Carrefour, Ori Nabiji, and Nikora ranking as top choices. Major issues affecting customer satisfaction include long checkout lines, poor customer service, and deceptive pricing practices. The research suggests improving staff training, ensuring fair pricing, maintaining hygiene, and enhancing service quality to boost customer retention and store performance. Maia Seturi, 2020.<\/span><\/p>\n

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2.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping:- <\/span><\/b><\/p>\n

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The study explores how store design and ease of shopping contribute to customer retention in clothing retail by influencing perceived store satisfaction. Using a survey of 533 shoppers in Turkey and structural equation modelling, the research finds that store design and shopping ease impact customer satisfaction, which in turn drives customer loyalty. The effect of store design is more significant for female shoppers, while shopping ease has a relatively equal influence across genders. The study emphasizes that improving store layout, aesthetics, and shopping convenience can enhance customer satisfaction and retention, ultimately benefiting retailers in a competitive market. Gulden Turhan, 2014.<\/span><\/p>\n

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3.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Revisiting the supermarket in-store customer shopping experience<\/span><\/b><\/p>\n

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The study examines the in-store customer shopping experience in supermarkets, highlighting factors that influence customer satisfaction and patronage intentions. It identifies key elements such as merchandise assortment, staff interaction, store environment, and customers’ emotions, which significantly impact overall satisfaction. The research compares findings with past studies, revealing changes over time in customer expectations and shopping behaviours. It also emphasizes the role of positive emotions created by supermarket atmospherics and expanded services, such as fresh food sections and private-label offerings. The study underscores the importance of supermarkets differentiating their shopping experience to remain competitive against emerging retail formats like convenience stores and specialty food retailers. Terblanche, Nic S., 2018.<\/span><\/p>\n

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4.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>\u00a0<\/span>Composite Evaluation of Customer Satisfaction<\/b><\/span><\/p>\n

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The paper “Composite Evaluation of Customer Satisfaction”<\/b> by Dagmar Leskov explores the attributes influencing seniors’ satisfaction with retail stores and their impact on repeat purchase behaviour. The study argues that customer satisfaction is a composite concept influenced by multiple factors rather than a single element like low prices. Using empirical research on senior shoppers, the study identifies three key satisfaction factors: convenience of shopping, value for money, and store image<\/b>. These factors collectively shape customers\u2019 overall shopping experience and loyalty. The research underscores the need for retailers to focus on a holistic customer experience to drive long-term satisfaction and business success. Dagmar Lesakova, 2015.<\/span><\/p>\n

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5.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage?<\/span><\/b><\/p>\n

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The study “Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage?”<\/b> examines the role of customer experience in achieving long-term competitive advantage across different shopping situations. Using survey data from physical and online shopping in China, the research finds that factors such as staff service, shopping environment, shopping procedures, and product experience significantly influence customer satisfaction. It highlights how different shopping contexts (online vs. physical stores) and gender differences moderate these relationships. The study concludes that retailers must strategically enhance customer experience to differentiate themselves and build sustainable competitive advantages, especially in a rapidly evolving retail environment where online and physical shopping coexist.Xue-Liang Pei et al, 2020.<\/span><\/p>\n

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6.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Customer Purchasing Behaviour Analysis as Alternatives for Supporting In-Store Green Marketing Decision-Making<\/span><\/b><\/p>\n

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The study “Customer Purchasing Behaviour Analysis as Alternatives for Supporting In-Store Green Marketing Decision-Making”<\/b> explores how customer purchasing behaviour can inform green marketing strategies in retail stores. Using RFID tracking data from a large retail store in Seoul, South Korea, the research analyses shopping paths, store layout, and customer movement patterns to identify effective ways to promote environmentally friendly products. The study groups customers based on shopping behaviour and time spent in-store, providing insights into optimal product placement and targeted green marketing approaches. Findings suggest that understanding customer behaviour can help retailers develop strategic in-store promotions, increase sales, and enhance customer satisfaction while promoting sustainable consumption. M. Alex Syaekhoni et al, 2017.<\/span><\/p>\n

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7.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Managing big data in the retail industry of Singapore: Examining the impact on customer satisfaction and organizational performance<\/span><\/b><\/p>\n

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The study “Managing Big Data in the Retail Industry of Singapore: Examining the Impact on Customer Satisfaction and Organizational Performance”<\/b> explores how big data analytics influence retail operations, customer satisfaction, and business performance. Using a quantitative approach with 500 participants from Singapore’s retail industry, the research highlights how retailers utilize data analytics, particularly social media analytics, to understand customer behaviour and improve decision-making. Findings suggest that big data enhances sales, reduces costs, and increases customer satisfaction. The study also identifies key strategies, tools, and competencies necessary for effective big data management in retail, offering insights into predictive analytics for anticipating consumer demands. Ying, Song & Sindakis, Stavros & Aggarwal, Sakshi & Chen, Charles & Su, Jiafu, 2021.<\/span><\/p>\n

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8.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?<\/span><\/b><\/p>\n

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The study “Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?”<\/b> examines the relationship between customer satisfaction and store sales performance in the food retail sector. Using data from approximately 250 stores of a publicly traded supermarket chain in the Eastern U.S. from 1998 to 2001, the research constructs a statistical model to analyse how customer satisfaction impacts sales. The study finds that customer service, product quality, and value perception<\/b> are key drivers of satisfaction, and changes in satisfaction levels significantly influence store revenues. Importantly, the research highlights nonlinear and asymmetric effects<\/b>, where negative changes in satisfaction have a more significant impact on sales declines than positive changes have on sales increases. The findings emphasize that retailers should prioritize maintaining high levels of satisfaction to prevent revenue losses. The study provides practical insights for food retailers<\/b>, suggesting that investments in customer experience\u2014especially in service and product quality\u2014can lead to sustainable financial benefits. Gomez et al, 2003.<\/span><\/p>\n

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9.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span><\/b>Exploring Motivational Drivers for Shopping at Physical Fashion Retail Stores: Evidence from South Africa<\/span><\/b><\/p>\n

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The study “Exploring Motivational Drivers for Shopping at Physical Fashion Retail Stores: Evidence from South Africa”<\/b> examines the reasons why consumers still prefer in-store shopping despite the rise of e-commerce. Conducted through qualitative research with ten in-depth interviews, the study identifies six key motivational factors: browsing, fitting, timeliness, therapy, socializing, and expectation<\/b>. Findings suggest that consumers value tactile experiences, instant gratification, and social interactions<\/b> when shopping in physical stores. The study provides insights for fashion retailers on improving store attractiveness, customer experience, and engagement strategies<\/b> to remain competitive. Recommendations include enhancing store design, optimizing fitting rooms, integrating technology like augmented reality, and creating immersive shopping experiences to boost customer satisfaction and loyalty. Roland GOLDBERG, 2024.<\/span><\/p>\n

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10.\u00a0 <\/span><\/span><\/span><\/b>Customer perceptions of retail service quality at a selected supermarket chain<\/span><\/b><\/p>\n

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The study “Customer Perceptions of Retail Service Quality at a Selected Supermarket Chain”<\/b> examines how consumers in KwaZulu-Natal, South Africa, perceive service quality at a specific supermarket chain. Using the SERVQUAL framework<\/b>, the research assesses dimensions such as personal interaction, reliability, policy, physical aspects, customer satisfaction, and loyalty<\/b>. Based on a survey of 400 customers<\/b>, findings reveal that personal interaction, store policies, and physical aspects<\/b> significantly impact customer satisfaction, while reliability<\/b> has a weaker effect. The study confirms that customer satisfaction strongly influences loyalty<\/b>, reinforcing the importance of service quality in fostering long-term customer relationships. The research provides practical insights for retailers on improving store layout, employee training, and service policies to enhance customer satisfaction and loyalty. Dion Trevor Noel et al, 2024.<\/span><\/p>\n

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References:-<\/span><\/b><\/p>\n

1.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Dagmar Lesakova, 2015. “Composite Evaluation of Customer Satisfaction<\/span><\/a><\/b>,”\u00a0International Conference on Marketing and Business Development Journal<\/span><\/a>, The Bucharest University of Economic Studies, vol. 1(1), pages 168-174, July.<\/span><\/p>\n

2.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Dion Trevor Noel & Jeevarathnam Parthasarathy Govender, 2024. “Customer perceptions of retail service quality at a selected supermarket chain<\/span><\/a><\/b>,”\u00a0International Journal of Business Ecosystem & Strategy (2687-2293)<\/span><\/a>, Bussecon International Academy, vol. 6(4), pages 34-48, September.<\/span><\/p>\n

3.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Gomez, Miguel I. & McLaughlin, Edward W. & Wittink, Dick R., 2003. “Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?<\/span><\/a><\/b>,”\u00a0Working Papers<\/span><\/a>\u00a0127195, Cornell University, Department of Applied Economics and Management.<\/span><\/p>\n

4.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Gulden Turhan, 2014. “<\/span>Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping<\/span><\/b><\/a><\/span>,”\u00a0<\/span>International Journal of Research in Business and Social Science (2147-4478)<\/span><\/a><\/span>, Centre for the Strategic Studies in Business and Finance, vol. 3(1), pages 89-105, January.<\/span><\/p>\n

5.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>M. Alex Syaekhoni & Ganjar Alfian & Young S. Kwon, 2017. “Customer Purchasing Behavior Analysis as Alternatives for Supporting In-Store Green Marketing Decision-Making<\/span><\/a><\/b>,”\u00a0Sustainability<\/span><\/a>, MDPI, vol. 9(11), pages 1-22, November.<\/span><\/p>\n

6.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Maia Seturi, 2020.”<\/span>About Customers Attitude Towards Service In Retail Stores<\/span><\/b><\/a><\/span>,”\u00a0<\/span>Economy & Business Journal<\/span><\/a><\/span>, International Scientific Publications, Bulgaria, vol. 14(1), pages 175-182.<\/span><\/p>\n

7.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Roland GOLDBERG, 2024. “Exploring Motivational Drivers for Shopping at Physical Fashion Retail Stores: Evidence from South Africa<\/span><\/a><\/b>,”\u00a0Journal of Emerging Trends in Marketing and Management<\/span><\/a>, The Bucharest University of Economic Studies, vol. 1(2), pages 7-20, June.<\/span><\/p>\n

8.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Terblanche, Nic S., 2018. “Revisiting the supermarket in-store customer shopping experience<\/span><\/a><\/b>,”\u00a0Journal of Retailing and Consumer Services<\/span><\/a>, Elsevier, vol. 40(C), pages 48-59.<\/span><\/p>\n

9.\u00a0\u00a0\u00a0\u00a0 <\/span><\/span><\/span>Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. “Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations<\/span><\/a><\/b>,”\u00a0Sustainability<\/span><\/a>, MDPI, vol. 12(18), pages 1-19, September.<\/span><\/p>\n

10.\u00a0 <\/span><\/span><\/span>Ying, Song & Sindakis, Stavros & Aggarwal, Sakshi & Chen, Charles & Su, Jiafu, 2021. “Managing big data in the retail industry of Singapore: Examining the impact on customer satisfaction and organizational performance<\/span><\/a><\/b>,”\u00a0European Management Journal<\/span><\/a>, Elsevier, vol. 39(3), pages 390-400.<\/span><\/p>\n

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Title\u00a0\u00a0\u00a0 \u00a0:- Customer Satisfaction in Retail Stores Author :- Darshan Vaidya \u00a0 1.\u00a0 \u00a0 \u00a0Customers Attitude Towards Service In Retail Stores:- \u00a0 The study examines customer attitudes toward service in retail stores in Georgia, focusing on sales methods, customer expectations, and staff interactions. It highlights how consumer preferences are evolving with growing demands for quality… Continue reading Customer Satisfaction in Retail Stores<\/span><\/a><\/p>\n","protected":false},"author":139776,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-22413","post","type-post","status-publish","format-standard","hentry","category-uncategorized","entry"],"_links":{"self":[{"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/posts\/22413","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/users\/139776"}],"replies":[{"embeddable":true,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=22413"}],"version-history":[{"count":1,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/posts\/22413\/revisions"}],"predecessor-version":[{"id":22414,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=\/wp\/v2\/posts\/22413\/revisions\/22414"}],"wp:attachment":[{"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=22413"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=22413"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.sachdevajk.in\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=22413"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}